For anyone interested in reading and/or updating this information through the JAVA API, here is a POC:

import com.atlassian.jira.bc.issue.properties.IssuePropertyService
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.entity.property.EntityPropertyService
import com.atlassian.jira.issue.Issue
import com.atlassian.jira.issue.IssueManager
import com.atlassian.jira.security.JiraAuthenticationContext
import com.atlassian.jira.user.ApplicationUser
import org.apache.log4j.Level
import org.apache.log4j.Logger

Logger log = Logger.getLogger("Cleanup")
log.setLevel(Level.ALL)


String issueKey = "ISSUE-1234"

IssueManager issueManager = ComponentAccessor.getIssueManager()
Issue issue = issueManager.getIssueByCurrentKey(issueKey)


IssuePropertyService entityPropertyService = ComponentAccessor.getComponentOfType(IssuePropertyService)

JiraAuthenticationContext jiraAuthenticationContext = ComponentAccessor.getJiraAuthenticationContext()


EntityPropertyService.PropertyResult result = entityPropertyService.getProperty(jiraAuthenticationContext.loggedInUser as ApplicationUser, issue.id, "service-request-feedback-comment")


String originalValue = result.entityProperty.first().value

log.info(originalValue) //Returns a JSON string: {"comment":"THE FEEDBACK COMMENT GOES HERE"}


EntityPropertyService.SetPropertyValidationResult validationResult = entityPropertyService.validateSetProperty(jiraAuthenticationContext.loggedInUser, issue.id, new EntityPropertyService.PropertyInput("{\"comment\":\"Has been updated\"}", "service-request-feedback-comment"))


if (validationResult.isValid()) {
    log.info("IS VALID")
    result = entityPropertyService.setProperty(jiraAuthenticationContext.loggedInUser, validationResult)
    log.info("Updated result:" + result.entityProperty.first().value)
} 

jcleckler96521279, you can vote for that here: https://jira.atlassian.com/browse/JSDSERVER-8471

I am able to perform a search for this by using project = "XXX" and Satisfaction is not null and "Satisfaction Comment" is not EMPTY

However, when I export the data the Satisfaction Comment is nowhere to be found.

Has anyone been able to get the export to work to include Satisfaction Comments?

Hi 7c56a68d4df4, this ticket only applies to the server/DC version of JSM.

The request for this feature in cloud can be found here https://jira.atlassian.com/browse/JSDCLOUD-4317

I can't seem to search on this in the Jira cloud platform. Does the above apply to server only? 

No, JSD 4.11 is only compatible with Jira 8.11

Is SD 4.11 compatible with Jira 8.5?

Jira Service Desk 4.11 is out now, and includes this feature! Important to note is that the satisfaction comments will only be searchable on new issues until a re-index is performed

Is there any type of anticipated release date on implementation here?

All I really want is to be able to export comments to share with management and my teams.  Any workaround for that simple request?

+

@Silvia, did you sort out your issue? Are you on an Oracle db? Might just be a syntax issue, I should specify my sql statement is for postgreSQL.

@Zans McLachlan , You should be able to search for star rating in filters. Field should be called Satisfaction and if you switch to advanced, you should be able to query i.e Satisfaction < = 3 to find all ratings 3 and lower.

I would really like to get comments up though as we want to create an automation that notifies our mgmt if we get a CSAT with score 2 or lower or any CSAT with a comment so we can review the comment.

Evangelos or Bartek, 

would you be able to help with the scripted field?  I've created it with Searcher: Free Text Searcher
Template: Text Field (multi-line)

but get the following error:

2019-08-23 00:36:16,228 WARN [sql.Sql]: Failed to execute: select json_value::json->>'comment' CV from entity_property where property_key = 'service-request-feedback-comment' and entity_id = ?; because: Missing IN or OUT parameter at index:: 2 2019-08-23 00:36:16,230 ERROR [runner.ScriptFieldPreviewRunner]: ************************************************************************************* 2019-08-23 00:36:16,230 ERROR [runner.ScriptFieldPreviewRunner]: Script field preview failed for field that has not yet been created java.sql.SQLException: Missing IN or OUT parameter at index:: 2 at oracle.jdbc.driver.OraclePreparedStatement.processCompletedBindRow(OraclePreparedStatement.java:2076) at oracle.jdbc.driver.OraclePreparedStatement.executeInternal(OraclePreparedStatement.java:4790) at oracle.jdbc.driver.OraclePreparedStatement.executeQuery(OraclePreparedStatement.java:4845) at oracle.jdbc.driver.OraclePreparedStatementWrapper.executeQuery(OraclePreparedStatementWrapper.java:1501) at org.apache.commons.dbcp2.DelegatingPreparedStatement.executeQuery(DelegatingPreparedStatement.java:83) at org.apache.commons.dbcp2.DelegatingPreparedStatement.executeQuery(DelegatingPreparedStatement.java:83) at Script57.run(Script57.groovy:17)

Thank you, 

Silvia

Has anyone ever seen a comment on one of this that explains what criteria Atlassian uses to "accept" a suggestion? 

Please push this up the backlog.

It is kind of silly that this field (as well as the star rating!) is not available in filters/accessible to end users/etc. 

At what point does GATHERING INTEREST become IN PROGRESS?

@Svante Gustafsson - VERY helpful. Have to pull this straight from the database until Atlassian makes it available through the API. The very first question management asked was for better reports on customer satisfaction, and nothing was available out of the box. Thanks!

Thanks Evangelos for the example! It works perfectly well and this makes it a valid workaround for this Jira Service Desk inconsistency (one of MANY).

For anyone that would like to have access to the comment and have it searchable, it is pretty straightforward to do so with a scripted field (scriptrunner) that grabs it from the database.

import com.atlassian.jira.component.ComponentAccessor
import groovy.sql.Sql
import org.ofbiz.core.entity.ConnectionFactory
import org.ofbiz.core.entity.DelegatorInterface
import java.sql.Connection

def delegator = (DelegatorInterface) ComponentAccessor.getComponent(DelegatorInterface)
String helperName = delegator.getGroupHelperName("default")
def sqlStmt = """select json_value::json->>'comment' CV
 from entity_property 
 where property_key = 'service-request-feedback-comment' and entity_id = ?;
"""
Connection conn = ConnectionFactory.getConnection(helperName)
Sql sql = new Sql(conn)
try {
 StringBuffer sb = new StringBuffer()
    sql.eachRow(sqlStmt,[issue.id as Object]) {
 sb << "${it.CV}"
 }
 return sb.toString()
}
finally {
 sql.close()
}

I finally found out how to grab the Satisfaction Comments from the db:

select p.pkey, i.reporter, ep.json_value from entity_property ep
join jiraissue i
on (i.id = ep.entity_id)
join project p
on (i.project = p.id)
where ep.property_key = 'service-request-feedback-comment'

This will give you all issues (and their project) that have a Satisfaction Comment added

Hey,

We want to encourage our JSD customers to add Satisfaction comments by adding those who do this into a monthly raffle for some cool swags! (possibly also Atlassian swags )

But to be able to do this we need to be able to search for all Satisfaction responses that includes a comment. I would love to see either a JQL implementation for this or a REST implementation. The very least would be to be able to grab this info direct from the db. I have searched for it but haven't found it so far.

Cheers,

// Svante

sad